簡易檢索 / 詳目顯示

研究生: 張嘉倩
Chang, Chia-Chien
論文名稱: 旁觀者知覺職場霸凌與離職傾向之關係—以心理安全感與情緒耗竭為中介變項
The Relationship between Workplace Bullying Bystanders' Perception and Turnover Intention: the Mediating Effects of Psychological Safety and Emotional Exhaustion
指導教授: 陳怡靜
Chen, Yi-Ching
口試委員: 吳宗祐
Wu, Tsung-Yu
熊欣華
Hsiung, Hsin-Hua
陳怡靜
Chen, Yi-Ching
口試日期: 2021/07/28
學位類別: 碩士
Master
系所名稱: 科技應用與人力資源發展學系
Department of Technology Application and Human Resource Development
論文出版年: 2021
畢業學年度: 109
語文別: 中文
論文頁數: 80
中文關鍵詞: 職場霸凌旁觀者離職傾向心理安全感情緒耗竭
英文關鍵詞: workplace bullying, bystanders, turnover intention, psychological safety, emotional exhaustion
研究方法: 調查研究
DOI URL: http://doi.org/10.6345/NTNU202101412
論文種類: 學術論文
相關次數: 點閱:114下載:28
分享至:
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報
  • 本研究目的為探討旁觀者知覺職場霸凌、離職傾向之間與心理安全感及情緒耗竭之中介機制。使用問卷調查進行研究,採便利抽樣,發放問卷共308份,有效問卷共273份,有效問卷回收率為88.64%。研究結果顯示,旁觀者知覺職場霸凌與離職傾向之間有正向關聯;情緒耗竭在旁觀者知覺職場霸凌與離職傾向之間有完全中介效果;心理安全感在旁觀者知覺職場霸凌與離職傾向之間並無中介效果。最後,針對研究結果進行討論,分別提出實務意涵與未來研究建議方向。

    The aim of this study is to investigate the relationship between bystanders’ perceptions of workplace bullying and turnover intention, as well as the mediating effects of psychological safety and emotional exhaustion. This study used convenience sampling to collect data from companies in Taiwan. The survey gathered 273 valid samples and the response rate was 88.64%. The results indicate that bystanders' perception of workplace bullying is positively associated with turnover intention, and the emotional exhaustion fully mediate the relationship between workplace bullying and turnover intention. However, psychological safety, is not a significant mediator in the relationship between bystanders' perception of workplace bullying and turnover intention. Finally, implications for this research and practice were discussed.

    中文摘要 i 英文摘要 iii 目錄 v 表次 vii 圖次 ix 第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的與待答問題 7 第三節 研究範圍與研究限制 8 第四節 名詞釋義 9 第二章 文獻探討 11 第一節 職場霸凌 11 第二節 職場霸凌中的旁觀者 16 第三節 心理安全感 20 第四節 情緒耗竭 23 第五節 離職傾向 26 第六節 各研究變項之關聯 28 第三章 研究設計與實施 33 第一節 研究架構與假設 33 第二節 研究步驟 34 第三節 研究方法與研究對象 35 第四節 研究工具 39 第五節 資料分析方法 47 第四章 資料分析結果 49 第一節 相關分析 49 第二節 假設驗證 51 第五章 結論與建議 57 第一節 研究結果與討論 57 第二節 實務意涵 61 第三節 研究限制與建議 63 參考文獻 66 附錄 78

    一、 中文部分
    吳宗祐、鄭伯壎(2006)。工作投入、調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果。中華心理學刊,48(1),69-87。
    吳美連、張振傑、王秀菁(2017)。職場霸凌對員工幸福感之影響:社會資本與心理資本的調節作用。人力資源管理學報,17(2),1-25。
    張振傑、彭彥群、莊文隆(2018)。大學職員職場霸凌知覺與心理健康關係之研究─兼論情緒耗竭之中介效果與因應策略之調節效果。教育學報,46(2),109-129。
    蕭婉鎔(2014)。員工每日情緒對情緒勞動之影響:情感事件理論的觀點。臺大管理論叢,24(2),249-281。
    賴苡汝、廖梨伶、謝藍琪、李貞慧(2014)。台灣營養師工作壓力、工作滿意度、職業倦怠和離職傾向之現況與相關性。臺灣公共衛生雜誌,33(6),609-619。
    蘇宏文(2019)。【職場霸凌系列】-什麼是職場霸凌?。104人資法寶。
    二、 外文部分
    Aktouf, O. (1992). Management and theories of organizations in the 1990s: Toward a critical radical humanism? Academy of Management Review, 17(3), 407-431.
    Aufegger, L., Shariq, O., Bicknell, C., Ashrafian, H., & Darzi, A. (2019). Can shared leadership enhance clinical team management? A systematic review. Leadership in Health Services, 32(2), 309-335.
    Balducci, C., Fraccaroli, F., & Schaufeli, W. B. (2011). Workplace bullying and its relation with work characteristics, personality, and post-traumatic stress symptoms: An integrated model. Anxiety, Stress & Coping, 24(5), 499-513.
    Barling, J. (1996). The prediction, experience, and consequences of workplace violence. American Psychological Association, Washington, 29-49.
    Báez‐León, C., Moreno‐Jiménez, B., Aguirre‐Camacho, A., & Olmos, R. (2016). Factors influencing intention to help and helping behaviour in witnesses of bullying in nursing settings. Nursing Inquiry, 23(4), 358-367.
    Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
    Bartlett, J. E., & Bartlett, M. E. (2011). Workplace bullying: An integrative literature review. Advances in Developing Human Resources, 13(1), 69-84.
    Bergmann, B., & Schaeppi, J. (2016). A data-driven approach to group creativity. Harvard Business Review, 12, 43-62.
    Berthelsen, M., Skogstad, A., Lau, B., & Einarsen, S. (2011). Do they stay or do they go? A longitudinal study and exclusion from working life among targets of workplace bullying. International Journal of Manpower, 32(2), 178-193.
    Bloch, C. (2012). How witnesses contribute to bullying in the workplace. Workplace bullying: Symptoms and solutions. Routledge, Hove, UK.
    Bolton, L. R., Harvey, R. D., Grawitch, M. J., & Barber, L. K. (2012). Counterproductive work behaviours in response to emotional exhaustion: A moderated mediational approach. Stress and Health, 28(3), 222-233.
    Bowes-Sperry, L., & O'Leary-Kelly, A. M. (2005). To act or not to act: The dilemma faced by sexual harassment observer. Academy of Management Review, 30(2), 288-306.
    Brayfield, A. H., & Crockett, W. H. (1955). Employee attitudes and employee performance. Psychological Bulletin, 52(5), 396-424.
    Brousse, G., Fontana, L., Ouchchane, L., Boisson, C., Gerbaud, L., Bourguet, D., ... & Chamoux, A. (2008). Psychopathological features of a patient population of targets of workplace bullying. Occupational Medicine, 58(2), 122-128.
    Butucescu, A., Mutu, M., & Iliescu, D. (2020). Workplace Bullying and Turnover Intention. The Role of Protective versus Vulnerable Personality Factors. Psihologia Resurselor Umane, 18(2).123-132
    Butzer, B., & Kuiper, N. A. (2006). Relationships between the frequency of social comparisons and selfconcept clarity, intolerance of uncertainty, anxiety, and depression. Personality and Individual Differences, 41(1), 167-176.
    Chen, T. Y., Chang, P. L., & Yeh, C. W. (2004). A study of career needs, career development programs, job satisfaction and the turnover intentions of R&D personnel. Career Development International, 9(4), 424-437.
    Chen, S. C., & Liu, N. T. (2019). When and how vicarious abusive supervision leads to bystanders’ supervisor-directed deviance: A moderated-mediation model. Personnel Review, 48(7), 1734-1755.
    Coetzee, M., & van Dyk, J. (2018). Workplace bullying and turnover intention: Exploring work engagement as a potential mediator. Psychological Reports, 121(2), 375-392.
    Collins, C. J., & Smith, K. G. (2006). Knowledge exchange and combination: The role of human resource practices in the performance of high-technology firms. Academy of Management Journal, 49(3), 544-560.
    Cottini, E., Kato, T., & Westergaard-Nielsen, N. (2011). Adverse workplace conditions, high-involvement work practices and labor turnover: Evidence from Danish linked employer–employee data. Labour Economics, 18(6), 872-880.
    Coyne, I., Farley, S., Axtell, C., Sprigg, C., Best, L., & Kwok, O. (2017). Understanding the relationship between experiencing workplace cyberbullying, employee mental strain and job satisfaction: A dysempowerment approach. The International Journal of Human Resource Management, 28(7), 945-972.
    Darley, J. M., & Latané, B. (1968). Bystander intervention in emergencies: diffusion of responsibility. Journal of Personality and Social Psychology, 8(4 part1), 377-383.
    D’Cruz, P., & Noronha, E. (2011). The limits to workplace friendship:
    Managerialist HRM and bystander behavior in the context of workplace bullying. Employee Relations, 33(3), 269-288.
    DeTienne, K. B., Agle, B. R., Phillips, J. C., & Ingerson, M. C. (2012). The impact of moral stress compared to other stressors on employee fatigue, job satisfaction, and turnover: An empirical investigation. Journal of Business Ethics, 110(3), 377-391.
    Devonish, D. (2013). Workplace bullying, employee performance and behaviors: The mediating role of psychological well-being. Employee Relations, 35(6), 630-647.
    Edmondson, A. (1999). Psychological safety and learning behavior in work teams. Administrative Science Quarterly, 44(2), 350-383.
    Edmondson, A. C., & Lei, Z. (2014). Psychological safety: The history, renaissance, and future of an interpersonal construct. The Annual Review of Organizational Psychology and Organizational Behavior, 1(1), 23-43.
    Einarsen, S., Hoel, H., Zapf, D., & Cooper, C. (Eds.). (2010). Bullying and harassment in the workplace: Developments in theory, research, and practice. CRC press.
    Einarsen, S., Hoel, H., Zapf, D., & Cooper L. C. (2003). The concept of bullying at work: The European tradition [in:] S. Einarsen, H. Hoel, D. Zapf, CL Cooper. Bullying and emotional abuse in the workplace: International perspectives in research and practice, 203-218.
    Einarsen, S., Hoel, H., & Notelaers, G.(2009). Measuring exposure to bullying and harassment at work: Validity, factor structure and psychometric properties of the Negative Acts Questionnaire-Revised. Work & Stress, 23(1), 24-44.
    Emdad, R., Alipour, A., Hagberg, J., & Jensen, I. B. (2013). The impact of bystanding to workplace bullying on symptoms of depression among women and men in industry in Sweden: an empirical and theoretical longitudinal study. International Archives of Occupational and Environmental Health, 86(6), 709-716.
    Fischer, P., Krueger, J. I., Greitemeyer, T., Vogrincic, C., Kastenmüller, A., Frey, D., Henne, M., Wicher, M., & Kainbacher, M. (2011). The bystander-effect: a meta-analytic review on bystander intervention in dangerous and non-dangerous emergencies. Psychological Bulletin, 137(4), 517-537.
    Fox, S., & Stallworth, L. E. (2005). Racial/ethnic bullying: Exploring links between bullying and racism in the US workplace. Journal of Vocational Behavior, 66(3), 438-456.
    Georgakopoulos, A., Wilkin, L., & Kent, B. (2011). Workplace bullying: A complex problem in contemporary organizations. International Journal of Business and Social Science, 2(3), 1-20.
    Glasø, L., Vie, T. L., Holmdal, G. R., & Einarsen, S. (2010). An application of affective events theory to workplace bullying. European Psychologist, 16(3), 198-208.
    Greenhalgh, L., & Rosenblatt, Z. (1984). Job insecurity: Toward conceptual clarity. Academy of Management Review, 9(3), 438-448.
    Gupta, N., & Jenkins, G. D., Jr. (1982).Absenteeism and turnover:Is there a progression? Journal of Management Studies, 19(4), 395-412.
    Hassan, M., Akram, A., & Naz, S. (2012). The relationship between person organization fit, person-job-fit and turnover intention in banking sector of Pakistan: The mediating role of psychological climate. International Journal of Human Resource Studies, 2(3), 172-188.
    Hellemans, C., Dal Cason, D., & Casini, A. (2017). Bystander helping behavior in response to workplace bullying. Swiss Journal of Psychology, 76(4), 135-144.
    Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524.
    Hobfoll,G.H. & Shirom, A. (2001). Handbook of Organizational Behavior. Marcel Dekker, New York, NY.
    Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. University of California Press.
    Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1-55.
    James, L. A., & James, L. R. (1989). Integrating work environment perceptions: Explorations into the measurement of meaning. Journal of Applied Psychology, 74(5), 739-751.
    James, L., & Mathew, L. (2012). Employee retention strategies: IT industry. SCMS Journal of Indian Management, 9(3), 79-87.
    Jennifer, D., Cowie, H., & Ananiadou, K. (2003). Perceptions and experience of workplace bullying in five different working populations. Aggressive Behavior, 29(6), 489-496.
    Kahn, W. A. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33(4), 692-724.
    Khalib, A. L., & Ngan, H. U. (2006). Workplace bullying: Time to understand its roots. Malaysian Journal of Community Health, 12(1), 10.
    Kruzich, J. M., Mienko, J. A., & Courtney, M. E. (2014). Individual and work group influences on turnover intention among public child welfare workers: The effects of work group psychological safety. Children and Youth Services Review, 42, 20-27.
    Lazarus, R. S., & Folkman, S. 1984. Stress, appraisal and coping. New York: Springer.
    Leidner, R. (1989). Working on people: The routinization of interactive service work.
    Leroy, H., Dierynck, B., Anseel, F., Simons, T., Halbesleben, J. R., McCaughey, D., Savage, G. T., & Sels, L. (2012). Behavioral integrity for safety, priority of safety, psychological safety, and patient safety: A team-level study. Journal of Applied Psychology, 97(6), 1273-1281.
    Lewis, D., & Sheehan, M. (2003). Workplace bullying: Theoretical and practical approaches to a management challenge. International Journal of Management and Decision Making, 4(1), 1-10.
    Leymann, H. (1990). Mobbing and psychological terror at workplaces. Violence and Victims,5(2), 119-126.
    Li, X., McAllister, D. J., Ilies, R., & Gloor, J. L. (2019). Schadenfreude: A counternormative observer response to workplace mistreatment. Academy of Management Review, 44(2), 360-376.
    Liang, H. L. (2021). Does workplace bullying produce employee voice and physical health issues? Testing the mediating role of emotional exhaustion. Frontiers in Psychology, 12, 1-10.
    Locke, E. A. (1975). Personnel attitudes and motivation. Annual Review of Psychology, 26, 457-480.
    Lutgen-Sandvik, P., Hood, J. N., & Jacobson, R. P. (2016). The impact of positive organizational phenomena and workplace bullying on individual outcomes. Journal of Managerial Issues, 28(1), 30-49.
    Lutgen‐Sandvik, P., Tracy, S. J., & Alberts, J. K. (2007). Burned by bullying in the American workplace: Prevalence, perception, degree and impact. Journal of Management Studies, 44(6), 837-862.
    Lynch, M. A. (2004). Long-term potentiation and memory. Physiological Reviews, 84(1), 87-136.
    Maarit A-L Vartia, MA(2001). Consequences of workplace bullying with respect to the well-being of its targets and the observers of bullying. Scandinavian Journal of Work, Environment & Health, 27(1), 63-69.
    Magee, C., Gordon, R., Robinson, L., Caputi, P., & Oades, L. (2017). Workplace bullying and absenteeism: The mediating roles of poor health and work engagement. Human Resource Management Journal, 27(3), 319-334.
    Martins, L. L., Schilpzand, M. C., Kirkman, B. L., Ivanaj, S., & Ivanaj, V. (2013). A contingency view of the effects of cognitive diversity on team performance: The moderating roles of team psychological safety and relationship conflict. Small Group Research, 44(2), 96-126.
    Maslach, C. (1978). The client role in staff burn‐out. Journal of Social Issues, 34(4), 111-124.
    Maslach, C. (1982). Burnout: The cost of caring. Englewood Cliffs, NJ: Prentice-Hall.
    Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113.
    Maslach, C., & Jackson, S. E. (1984). Burnout in organizational settings. Applied Social Psychology Annual, 5, 133-154.
    Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual Review of Psychology, 52(1), 397-422.
    Mathisen, G. E., Einarsen, S., & Mykletun, R. (2008). The occurrences and correlates of bullying and harassment in the restaurant sector. Scandinavian Journal of Psychology, 49(1), 59-68.
    May, D. R., Gilson, R. L., & Harter, L. M. (2004). The psychological conditions of meaningfulness, safety and availability and the engagement of the human spirit at work. Journal of Occupational and Organizational Psychology, 77(1), 11-37.
    Miner-Rubino, K. and Cortina, L.M. (2004). Working in a context of hostility toward women: implications for employees well-being. Journal of Occupational Health Psychology, 9(2), 107-122.
    Mobley, W. H. (1977). Intermediate linkages in the relationship between job satisfaction and employee turnover. Journal of Applied Psychology, 62(2), 237-240.
    Mulder, R., Bos, A. E., Pouwelse, M., & van Dam, K. (2017). Workplace mobbing: How the victim’s coping behavior influences bystander responses. The Journal of Social Psychology, 157(1), 16-29.
    Mulder, R., Pouwelse, M., Lodewijkx, H., & Bolman, C. (2014). Workplace mobbing and bystanders' helping behaviour towards victims: The role of gender, perceived responsibility and anticipated stigma by association. International Journal of Psychology, 49(4), 304-312.
    Nembhard, I. M., & Edmondson, A. C. (2006). Making it safe: The effects of leader inclusiveness and professional status on psychological safety and improvement efforts in health care teams. Journal of Organizational Behavior, 27(7), 941-966.
    Newman, A., Donohue, R., & Eva, N. (2017). Psychological safety: A systematic review of the literature. Human Resource Management Review, 27(3), 521-535.
    Ng, K., Niven, K., & Hoel, H. (2020). ‘I could help, but...’: A dynamic sensemaking model of workplace bullying bystanders. Human Relations, 73(12), 1718-1746.
    Nielsen, M. B., & Einarsen, S. (2012). Outcomes of exposure to workplace bullying: A meta-analytic review. Work & Stress, 26(4), 309-332.
    Nielsen, M. B., Einarsen, S., Notelaers, G., & Nielsen, G. H. (2016). Does exposure to bullying behaviors at the workplace contribute to later suicidal ideation? A three-wave longitudinal study. Scandinavian Journal of Work, Environment and Health, 42(3), 246-250.
    Parka, J. H. & Ono, M. (2017). Effects of workplace bullying on work engagement and health: the mediating role of job insecurity. Journal of Human Resource Management, 28(22), 3202-3225.
    Paull, M., Omari, M., & Standen, P. (2012). When is a bystander not a bystander? A typology of the roles of bystanders in workplace bullying. Asia Pacific Journal of Human Resources, 50(3), 351-366.
    Pearson, C. M., & Porath, C. L. (2005). On the nature, consequences and remedies of workplace incivility: No time for “nice”? Think again. Academy of Management Perspectives, 19(1), 7-18.
    Peng, Y. C., Chen, L. J., Chang, C. C., & Zhuang, W. L. (2016). Workplace bullying and workplace deviance: The mediating effect of emotional exhaustion and the moderating effect of core self-evaluations. Employee Relations, 38(5), 755-769.
    Quine, L. (1999). Workplace bullying in NHS community trust: staff questionnaire survey. British Medical Journal, 318(7178), 228-232.
    Rahim, A., & Cosby, D. M. (2016). A model of workplace incivility, job burnout, turnover intentions, and job performance. Journal of Management Development, 35(10), 1255-1265.
    Rammstedt, B., & John, O. P. (2007). Measuring personality in one minute or less: A 10-item short version of the Big Five Inventory in English and German. Journal of Research in Personality, 41(1), 203-212.
    Rugulies, R., Madsen, I. E., Hjarsbech, P. U., Hogh, A., Borg, V., Carneiro, I. G., & Aust, B. (2012). Bullying at work and onset of a major depressive episode among Danish female eldercare workers. Scandinavian Journal of Work, Environment & Health, 38(3), 218-227.
    Samnani, A. K., & Singh, P. (2012). 20 years of workplace bullying research: a review of the antecedents and consequences of bullying in the workplace. Aggression and Violent Behavior, 17(6), 581-589.
    Schaubroeck, J., Lam, S. S., & Peng, A. C. (2011). Cognition-based and affect-based trust as mediators of leader behavior influences on team performance. Journal of Applied Psychology, 96(4), 863-871.
    Schein, E. H., & Bennis, W. G. (1965). Personal and organizational change through group methods: The laboratory approach. New York: Wiley.
    Singh, B., Winkel, D. E., & Selvarajan, T. T. (2013). Managing diversity at work: Does psychological safety hold the key to racial differences in employee performance? Journal of Occupational and Organizational Psychology, 86(2), 242-263.
    Skogstad, A., Torsheim, T., Einarsen, S., & Hauge, L. J. (2011). Testing the work environment hypothesis of bullying on a group level of analysis: Psychosocial factors as precursors of observed workplace bullying. Applied Psychology, 60(3), 475-495.
    Srivastava, S., & Agarwal, S. (2020). Workplace bullying and intention to leave: a moderated mediation model of emotional exhaustion and supervisory support. Employee Relations, 42(6), 1547-1563.
    Sutton, R. I. (1991). Maintaining norms about expressed emotions: The case of bill collectors. Administrative Science Quarterly, 245-268.
    Tett, R. P., & Meyer, J. P. (1993). Job satisfaction, organizational commitment, turnover intention, and turnover: path analyses based on meta‐analytic findings. Personnel Psychology, 46(2), 259-293.
    Vartia, M. A. (2001). Consequences of workplace bullying with respect to the well-being of its targets and the observers of bullying. Scandinavian Journal of Work, Environment & Health, 27(1), 63-69.
    Weiss, H. M., and Cropanzano, R. (1996). Affective events theory: a theoretical discussion of the structure, causes and consequences of affective experiences at work. Research in Organizational Behavior: An Annual Series of Analytical Essays and Critical Reviews, 18, 1-74.
    Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20(2), 205-232.
    Winefield, A. H., Mellington, T., Knott, V., & Dollard, M. (2009). The experience of workplace bullying by Australian correctional services officers. Journal of Occupational Health and Safety, Australia and New Zealand, 25(1), 51-64.
    Witt, L. A., Andrews, M. C., & Carlson, D. S. (2004). When conscientiousness isn’t enough: Emotional exhaustion and performance among call center customer service representatives. Journal of Management, 30(1), 149-160.
    Wöcke, A., & Heymann, M. (2012). Impact of demographic variables on voluntary labour turnover in South Africa. The International Journal of Human Resource Management, 23(16), 3479-3494.
    Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486-493.
    Wu, S. H., & Wu, C. C. (2019). Bullying bystander reactions: a case study in the Taiwanese workplace. Asia Pacific Journal of Human Resources, 57(2), 191-207.

    下載圖示
    QR CODE